Director of Operations

The Director Of Operations is responsible for identifying and implementing process improvements that will optimize service delivery enhance customer and associate experience and ultimately improve client retention. Drives the data collection analytics insights and project management to scope and deliver significant process improvement initiatives.

Tasks

The job duties listed are typical examples of the work performed by positions in this job classification. Not all duties assigned to every position are included nor is it expected that all positions will be assigned every duty.

Project Management / Process Improvement
Drive continuous improvement in how we deliver service to our customers
Identify plan manage and report on process improvement initiatives integrating customer insights associate insights technology and operations best practices
Review existing operational processes to identify and prioritize process improvement initiatives that align with our vision for enhanced customer and associate experience
Document and drive the adoption of best practices for property management leaders as relationship managers and operators
Maintain collaborative team relationships with peers and colleagues in order to effectively contribute to the working groups achievement of goals and execution of initiatives

Data Analytics
Design and maintain system for collecting consolidating and analyzing key operational data including but not limited to customer experience data
Collaborate with business leaders and cross functional teams to integrate datadriven insights into decisions on processes technology and service offerings to improve client and associate usability satisfaction and loyalty

CX Program
Fully accountable for the national CX/NPS program including but not limited to system process user training analytics integration of insights into the business plans and reporting (project and business results)
Manage vendor relationship with experience management software provider (Qualtrics) and outbound call center vendor (Logit)
Act as the national contact for all escalated customer experience program and vendor related issues
Own the maintenance and enhancement of the Qualtrics Experience management platform functionality analysis and reporting

Additional Duties & Responsibilities
Practice and adhere to FirstService Residential Global Service Standards.
Conduct business at all times with the highest standards of personal professional and ethical conduct.
Perform or assist with any operations as required to maintain workflow and to meet schedules. Notify supervision of unusual equipment or operating problems and the need for additional material and supplies.
May participate in any variety of meetings and work groups to integrate activities communicate issues obtain approvals resolve problems and maintain specified level of knowledge pertaining to new developments requirements policies and regulatory guidelines.
Ensure all safety precautions are followed while performing the work.
Follow all policies and Standard Operating Procedures as instructed by Management.
Perform any range of special projects tasks and other related duties as assigned.

Supervisory Responsibility

Yes. Manages a national support team of business analyst(s) system administrator(s) and similar project support resources.

Requirements

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.
Experience driving change in organizations by influencing stakeholder buyin and managing the change process
Exceptional project management skills including highlevel and detailed planning tracking and budgeting as well as the ability to hold self and others accountable
Experience leading Customer Experience / client insight programs and strong working knowledge of customer service principles and practices
Handson experience driving Process Improvement projects utilizing a repeatable systematic approach
Excellent leadership interpersonal and presentation skills
Keen analytical mind critical thinking complex problem solving judgment prioritization and decisionmaking ability
Excellent verbal and written communication skills and ability to communicate effectively with all staff levels and Board of Directors
Strong work ethic selfdriven with the ability to produce results in high pressure situations
Strong proficiency in Windows and Microsoft Office including but not limited to Word Excel Power Point and Outlook
Ability to work with sensitive or confidential information.

Tools & Equipment Used

Computer and peripherals standard and customized software applications and tools and usual office equipment.

Physical Requirements / Working Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position involves sitting standing stooping kneeling pushing shoving lifting carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
Must be able to drive Some local travel by personal vehicle is required
Must be able to sit and stand for extended periods of time.
Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.
Must have finger dexterity for typing/using a keyboard.
Must be mobile enough to move around both the office in order to make copies send mail and faxes and to walk around the property. This could include lengthy walks on uneven areas.
Talking and hearing occur continuously in the process of communicating with guests supervisors and other associates.
Capable of working extended hours to include evenings weekends and holidays as necessary.
This position may alternate between working indoors in a controlled climate and with proper lighting to an outdoors setting with variable climate and lighting.
Must be able to interact with all types of individuals be mentally alert detail oriented and with good reasoning skills.
Must be able to work on more than one assignment at a time with frequent interruptions changes and delays. Must be able to remain focused and work effectively efficiently and cheerfully under such circumstances. For safety reasons employee must remain alert to working conditions and aware of safety health and environmental concerns.
Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties

The work environment characteristics are normal office conditions for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur including evenings holidays and some weekends. Schedule is subject to change based on business needs.

Benefits

Competitive entrylevel compensation

Opportunities for skill development and career growth

Flexible work hours to accommodate your schedule

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.
Experience driving change in organizations by influencing stakeholder buyin and managing the change process
Exceptional project management skills including highlevel and detailed planning tracking and budgeting as well as the ability to hold self and others accountable
Experience leading Customer Experience / client insight programs and strong working knowledge of customer service principles and practices
Handson experience driving Process Improvement projects utilizing a repeatable systematic approach
Excellent leadership interpersonal and presentation skills
Keen analytical mind critical thinking complex problem solving judgment prioritization and decisionmaking ability
Excellent verbal and written communication skills and ability to communicate effectively with all staff levels and Board of Directors
Strong work ethic selfdriven with the ability to produce results in high pressure situations
Strong proficiency in Windows and Microsoft Office including but not limited to Word Excel Power Point and Outlook
Ability to work with sensitive or confidential information.

Tools & Equipment Used

Computer and peripherals standard and customized software applications and tools and usual office equipment.

Physical Requirements / Working Environment

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position involves sitting standing stooping kneeling pushing shoving lifting carrying and moving objects that can weigh up to 25 lbs or more following appropriate safety procedures. This movement can occur throughout the day. Must also be able to climb several flights of stairs if necessary.
Must be able to drive Some local travel by personal vehicle is required
Must be able to sit and stand for extended periods of time.
Must be able to communicate both on the phone and in person with our clients in order to resolve issues and manage the business.
Must have finger dexterity for typing/using a keyboard.
Must be mobile enough to move around both the office in order to make copies send mail and faxes and to walk around the property. This could include lengthy walks on uneven areas.
Talking and hearing occur continuously in the process of communicating with guests supervisors and other associates.
Capable of working extended hours to include evenings weekends and holidays as necessary.
This position may alternate between working indoors in a controlled climate and with proper lighting to an outdoors setting with variable climate and lighting.
Must be able to interact with all types of individuals be mentally alert detail oriented and with good reasoning skills.
Must be able to work on more than one assignment at a time with frequent interruptions changes and delays. Must be able to remain focused and work effectively efficiently and cheerfully under such circumstances. For safety reasons employee must remain alert to working conditions and aware of safety health and environmental concerns.
Must be able to work effectively and cheerfully in an environment which may be stressful due to adversarial situations resulting from the proper performance of duties

The work environment characteristics are normal office conditions for the role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur including evenings holidays and some weekends. Schedule is subject to change based on business needs.